Contact Centre Featured Article

August 24, 2009

Qology Reaches Reseller Agreement with Virtual Hold Technology

By Anil Sharma


Qology Limited reportedly has reached a reseller agreement with Virtual Hold Technology to sell and support the Virtual Hold software solution to customers in the United Kingdom and Ireland.
 
With this partnership, Qology will be able to help its clients enhance customer satisfaction, increase revenue and reduce operational costs, company officials said.
 
Virtual Hold software helps eliminate hold time in contact centres worldwide. When hold time is more than a few minutes, the company’s concierge solution offers to hold a customer’s place in line and call them back when it’s their turn to speak to a customer service representative. Scheduled callbacks, Web site integration and outbound notification products also are available.
 
"Waiting on hold remains the single most complained-about aspect of calling a company," said Stuart Lambert, principal consultant, Qology Limited, in a statement.
Lambert said that the company is thrilled to be able to offer a solution that will help the clients’ contact centres operate efficiently and respectfully by providing callers with an alternative to waiting on hold.
 
Qology, in addition to being a reseller, will continue working with VHT to create innovative ways to utilize and deploy their virtual queuing software suite.
First, they will make Virtual Hold software available on a fully hosted basis to enable rapid deployment and reduced total cost of ownership.
 
Lambert said that organizations are increasingly adopting the SaaS (News - Alert) model as a cost-effective and flexible way of deploying technology that support and enhance their internal processes as well the experience they are able to offer to their customers.
 
He said that the results of decreased costs and increased customer satisfaction create a competitive edge for businesses and provide an even faster return on investment.
Qology focuses solely on developing queue management and callback strategies for organisations throughout the United Kingdom and Ireland that enhance customer satisfaction, increase revenues and reduce operational costs.
 
Qology’s solutions can be deployed on premise or will soon be available on fully hosted “software as a service” basis for rapid deployment and reduced total cost of ownership.
 
Commenting on the agreement, vice president of business development at Virtual Hold, Jeremy Starcher, said that Qology is unmatched when it comes to knowledge of the contact centre space and experience in complex integrations.
 
Starcher said that the partnership between Qology and VHT will help businesses in the United Kingdom and Ireland offer the ultimate customer experience by demonstrating respect of their customers' valuable time.
 
Virtual Hold Technology (News - Alert) is a developer of virtual queuing solutions for Fortune 1000 clients.
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Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

Edited by Erin Harrison


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